Job Summary
Serve as a specialist in customer service and advanced order management for a global organization handling complex order lifecycles issue resolution and coordination with internal teams in a hybrid day shift model while ensuring accuracy compliance and a high quality experience for customers in the medical devices domain when applicable.
Responsibilities
- Manage end to end order processing using advanced order management tools to ensure accurate entry timely validation and smooth fulfillment for all assigned customer accounts.
- Coordinate proactively with internal supply logistics finance and commercial teams to resolve order blocks allocation issues and billing questions in a timely and transparent manner.
- Respond promptly and professionally to customer inquiries through phone mail or collaboration platforms providing clear updates on order status delivery timelines and any service impacts.
- Monitor open orders backlogs and service requests on a daily basis to identify potential delays early and take corrective actions that protect customer commitments.
- Maintain accurate and complete documentation of conversations changes and approvals in the customer service systems so that every case remains auditable and traceable.
- Analyze recurring customer issues and order defects to recommend process improvements that reduce errors shorten cycle times and enhance satisfaction.
- Apply knowledge of medical devices operations when relevant to interpret product details regulatory considerations and handling requirements that affect order processing and customer support.
- Collaborate with quality and compliance teams to ensure that order handling and customer communications align with internal policies and external regulatory expectations.
- Support onboarding and education of customers on ordering channels reference materials and self service options to encourage efficient and error free order placement.
- Track and report key service metrics such as response times order accuracy and case resolution patterns to help the team and management identify trends and prioritize actions.
- Adapt to the hybrid work model by using digital collaboration tools effectively and by maintaining consistent communication rhythms with team members and stakeholders.
- Handle escalations with calm and structured problem solving engaging the right experts to restore service and to communicate realistic resolutions to customers.
- Contribute to initiatives that aim to improve access reliability and safety of products supplied to healthcare providers thereby supporting better outcomes for patients and communities.
Qualifications
- Bring practical experience in customer service or order management roles for at least one year with a strong focus on accuracy responsiveness and collaborative problem solving.
- Demonstrate hands on proficiency in advanced order management platforms and related business applications with the ability to learn new systems quickly.
- Show solid understanding of core customer service practices including case logging status updates escalation handling and expectation management.
- Apply clear and concise communication skills in spoken and written form so that diverse stakeholders can easily understand status risks and required actions.
- Use analytical thinking and basic data interpretation to review reports identify anomalies in orders and suggest targeted corrective or preventive steps.
- Exhibit familiarity with the medical devices or broader healthcare domain as a desirable asset that supports more contextual and empathetic customer interactions.
- Operate effectively in a hybrid work setup by managing time independently staying reachable during agreed hours and using virtual collaboration channels with discipline.
关于高知特 (Cognizant)
高知特(Cognizant)（纳斯达克代码：CTSH）作为一家AI Builder和相关技术服务提供商，致力于通过打造全栈AI解决方案，帮助企业将人工智能投资转化为实际价值。公司凭借深厚的行业经验、流程优化和工程技术专长，将企业独特的业务场景融入科技系统，赋能组织释放人才潜能，推动切实成果，并帮助全球企业在瞬息万变的环境中保持领先。如需了解更多详情，敬请访问 cognizant.ai 或关注@cognizant。
补充雇佣信息
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申请人可能需要通过现场面试或视频会议的方式参加面试。此外，候选人在每次面试时可能需要出示其当前所在州或政府签发的有效身份证件。
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